3.0 MANAGEMENT AND OPERATIONS 3.1 PROGRAM … · 3.0 MANAGEMENT AND OPERATIONS 3.1 PROGRAM...

Networx Enterprise Proposal for Internet Protocol (IP)-Based Services

1 RFP: TQC-JTB-05-0002 March 5, 2007 Data contained on this page is subject to the restrictions on the title page of this proposal.

3.0 MANAGEMENT AND OPERATIONS 3.1 PROGRAM MANAGEMENT (L.34.2.3.1; H.12; M.3.4)

A responsive and accessible Contractor Program Organization is

essential for the GSA Networx program. The Qwest Team will provide

focused and comprehensive program management support to ensure

that the Government, and ultimately the taxpayers of the United States, realize the Networx program goals for high-quality service, operations

support. transition assistance and support, and performance-based

contracting.

3.1.1 Understanding the Requirements To meet the Networx program objectives, GSA requires a contractor

with proven management processes and procedures demonstrated across a

broad spectrum of programs similar in scope to Networx. The Qwest Team

will meet this requirement by applying our proven management system that is

currently being used on:

Qwest’s program management philosophy is built on the belief that the

service provider is most valuable when we partner with the customer, working

collaboratively to reach specific goals and objectives. shows



the tools, methodologies, policies, and procedures that will be applied by the

Qwest Contractor Program Organization (CPO) to support our partnership

and achieve Networx program goals. This partnership will be leveraged to

ensure successful program outcomes for GSA, Agencies, and Qwest.

The Qwest Networx CPO maximizes the benefits GSA and Agencies

will receive. The CPO will offer proven and reliable capabilities, targeted to

meet or exceed GSA and Agencies’ needs for program control, planning,

accountability, reporting, accessibility, and senior-level communications.

illustrates the features and benefits of our CPO.



Please refer to Appendix 1, Qwest Program Management Plan (PMP),

which details Qwest’s Networx program management approach.

3.1.1.1 Responses to Narrative Requirements The following table provides the Qwest Team’s responses to the

Program Management Narrative requirements. comp_req_id RFP Section Proposal Response

10006 C.3.2.2.1.1 Section 3.1.2 10007 C.3.2.2.1.1 Section 3.1.2.2, 3.1.2.3 10008 C.3.2.2.1.1 Sections 3.1.2.1.1, 3.1.2.1.2 10010 C.3.2.2.1.1 Section 3.1.2.3.2, Section 3.1.6.2.1, Section 3.1.6.2.2 10012 C.3.2.2.1.2 Section 3.1.8.1 10013 C.3.2.2.1.2 Section 3.1.8.1, Figure 3.1.8-1, Appendix 1 - Section 6.3.2 10014 C.3.2.2.1.2 Section 3.1.7.4.1, Appendix 1-Section 6.1 10015 C.3.2.2.1.2 Section 3.1.8.1, Figure 3.1.8-3 10016 C.3.2.2.1.2 Section 3.1.8.1, Figure 3.1.8-1 10017 C.3.2.2.1.2 Section 3.1.2 10020 C.3.2.2.1.4 Section 3.1.3, Appendix 8 Draft Policies and Procedures Plan 10021 C.3.2.2.1.4 Section 3.1.3, Appendix 8, Draft Policies and Procedures Plan 10028 C.3.2.2.1.6 Section 3.1.2 10033 C.3.2.2.2 Section 3.1.2.2.5 10034 C.3.2.2.2 Section 3.1.2.2.5, Appendix 1, Qwest Program Management Plan 10036 C.3.2.2.3 Section 3.1.2.2.5.1 10037 C.3.2.2.3 Section 3.1.2.2.5.1 10039 C.3.2.2.4 Section 3.1.8.2 10047 C.3.2.2.6 Section 3.1.2.1.2, Figure 3.1.2-3 11148 J.13.2 Section 3.1.8.1, Appendix 1 - Section 6.3



comp_req_id RFP Section Proposal Response 10098 C.3.2.2.11 Section 3.1.2.3.2, Figure 3.1.2-5 11149 J.13.2 Section 3.1.8.1, Appendix 1 - Section 6.3 11150 J.13.2 Section 3.1.7.4.2, Appendix 1 - Section 6.3

3.1.2 Qwest’s Contractor Program Organization (comp_req_id 10006, 10028, 10017)

Qwest’s CPO, shown in , is aligned within the corporate

organization to ensure focused and comprehensive functional support

throughout contract execution. This alignment ensures efficient use of

resources so that the Government, and ultimately the taxpayers of the United

States, realizes the Networx program goals.

The Qwest CPO is empowered with the capability, responsibility and

authority to monitor and manage Qwest performance against all contract

performance requirements, including but not limited to:

• Supporting disaster recovery planning and execution

• Resolving interoperability problems

• Responding to escalation of service concerns

• Conducting contract performance reviews

• Leading contract modification negotiations

• Performing basic network management functions in support of the

Government’s requirements in Section C.3.3., Service Management

• Resolving billing queries and reconciliation issues

• Supporting National Security/Emergency Preparedness (NS/EP)

requirements

• Providing the Networx Program Management Office (PMO) with

information on customer requirements and customer demographics

Properly aligned personnel resources are the linchpin for maintaining a

successful CPO. Qwest understands this essential need. We have already

established and staffed the Qwest CPO for the Networx program. The CPO is



not housed in Government space.

The Qwest

CPO will interface directly with GSA’s Networx PMO.

The Qwest Team’s highly qualified subject matter experts from

throughout our corporation will be responsible for controlling, managing, and

monitoring the performance of Qwest services, personnel, and processes.

The Qwest CPO will be accountable for supporting GSA’s PMO and

subscribing Agencies for the management, technical support, and

performance on the Networx contract, domestically and non-domestically. We

will ensure that the Government’s requirements are addressed and customer

satisfaction is maintained throughout the program lifecycle.



3.1.2.1 Qwest CPO Structure (comp_req_id 10028) Qwest’s CPO structure incorporates centralized control, decentralized

execution, and clearly defined roles and responsibilities:

Centralized Control – will provide the centralized

control, serving as Qwest’s Program Director on the Networx Enterprise

contract. He will be responsible and accountable for all aspects of the

Networx Enterprise program.



Decentralized Execution – Qwest’s CPO includes key personnel and

functional leads from each support area that have a role in executing the

contract requirements.

Clearly Defined Roles and Responsibilities – Our CPO has clearly

defined roles and responsibilities that will ensure proper management and

execution of the Networx contract. The Program Director, key personnel, and

functional leads will have the capability, authority, and accountability to

commit Qwest on behalf of the Networx program.

3.1.2.1.1 Qwest CPO Program Director (comp_req_id 10008) , as the Qwest Networx Enterprise Program Director,

has full responsibility for program management, including:

• Managing all elements of the Networx program, including scope, schedule,

performance, and deliverables

• Providing oversight and direction to all Qwest workgroups responsible for

Networx deployment, implementation, operations, and maintenance

• Ensuring a smooth, expeditious transition and implementation process

• Managing escalations, issues, and risks

• Communicating regularly with GSA and Agencies

• Delivering status reports and results to GSA and Agencies

• Ensuring that the Qwest Team performs in the Government’s best interests

has the management control, responsibility, and

accountability within Qwest to ensure the highest level of service on the

Networx program. He has the full authority to act on behalf of Qwest in

performing all contract requirements. With access to the Chairman and CEO

of Qwest Communications International, Inc., he has regular executive

contact and the full backing of the entire Qwest Corporation to support him

and his team on the Networx program. , as Program Director,



has the ability to reach back to supporting entities within the corporation as

requirements arise.

3.1.2.1.2 Functional Support Areas and Responsibilities (comp_req_id 10008, 10047)

Qwest has assigned clear roles and responsibilities to each of the

functional support area leads as shown in Figure 3.1.2-3. These clearly

defined responsibilities ensure proper management and performance on the

Networx program.

Figure 3.1.2-3. The Qwest CPO Functional Support Areas and Associated Responsibilities. These functional support areas will be responsive, accountable, and responsible to the Government for ensuring comprehensive support and delivery of services.

Functional Support Area Responsibilities

Billing Provide billing invoices; data validation; and dispute and adjustment handling for direct billing, centralized billing, and allocation of charges among Agencies for shared tenant arrangements.

Business Relationship Management

Ensure compliance with Networx Website requirements, including posting of Points Of Contact (POC), service and product descriptions, and access to Contract Operational and Administrative Data (COAD). Coordinates and supports Networx Launch meetings, marketing to Agencies, and periodic meetings and GSA user forums based on program needs to discuss topics of interest and answer questions. Responsible for all conference and trade show support, marketing collateral (e.g., brochures and fact sheets), promotions and campaigns, and market communications (radio, print, and Web-based advertisements). Arranges periodic meetings and focus groups based on program needs to discuss topics of interest and answer questions.

Contracts Monitor all Networx activities to ensure contract compliance. Serve as the primary point of contact for the GSA Contracting Officer and Qwest CPO representative for contract interpretation, reference, and counsel. Review and approve all contract modifications.

Customer Support

Accept service orders, resolve Agency complaints, perform service management, research and resolve billing inquiries and billing disputes, and initiate escalation of problems within the Qwest CPO.

Design and Engineering

Provide technical expertise on all Networx services and Service Enabling Devices (SEDs). Design solution to meet Government unique requirements. Ensure interoperability with Government Furnished Equipment (GFE) and other Government networks. Assist with analyzing service arrangements for annual Service Optimization reports and recommendations.

Disaster Recovery

Develop, implement and maintain Disaster Recovery/Business Continuity (DR/BC) plans to address crisis situations and mitigate or reduce the potential adverse effects. Maintains DR/BC processes, procedures and plans and assures Agencies are integrated into Qwest’s Disaster Preparedness and Recovery process. Manages the training of assigned personnel and performs routine DR/BC exercises.

Financial Management

Prepare reports, including Monthly Financial Status Reports and Revenue Forecast. Compile newly awarded Networx service business, new/prospective business information lists, new order information lists, opportunity pipelines snapshots, and expected changes impacting revenue.

Network Management

Serve as key representative to GSA on Network Management matters, including capabilities, performance, and reporting. Engage in escalation process and be responsible for root cause analysis of data in the Trouble Management Performance Summary Report.



Functional Support Area Responsibilities

NS/EP

Ensure compliance with the 14 basic functional requirements for NS/EP telecommunications and IT services which have been identified by the NCS and the Office of Science and Technology Policy for NS/EP telecommunications services and are endorsed by ANSI T1 and ITU TSS standard bodies.

Operational Support Systems (OSS)

Ensure that Operational Support Systems (OSS) are secure and functioning at acceptable level of performance. Develop and execute OSS verification testing. Implement configuration control. Manage OSS maintenance and restoration.

Program Control Office

Manage the Master Project Plan; be accountable for overall Networx support functions, including finance, contracts, subcontracts management, and document control/change management.

Program Reporting

Manage the receipt of data elements for Networx reports including providing the Networx PMO with Agency requirements and demographics.(Typical requirements and demographics would include Geographic distribution, Access Arrangements, Types of services ordered and bandwidth, average billing/usage). Format content and prepare reports per GSA’s guidance. Ensure that Networx deliverables are accurate and delivered on time to the Government.

Quality Control/ Quality Assurance

Develop CPO Quality Assurance Plan. Serve as the single point of interface for Service Level Agreement (SLA) information. Manage the monitoring and reporting process for accurately assessing performance against internal targets and SLAs. Compile SLA data from all sources, including Qwest team members, into a single SLA compliance report. Ensure that corrective action plans are prepared, implemented, and results measured.

Security Ensure compliance with security standards, policies, and procedures. Provide updates to Networx security plan, produce security risks assessment reports, implement security risk measures and information assurance policies, and perform ongoing security refreshments.

Sales Control overall account management; primary Qwest representative to the Agencies for all Networx services. Perform opportunity identification and coordinate design and engineering resources to develop custom designs tailored to Agency requirements.

Service Ordering

Perform the complete life cycle of service ordering from receipt of order, required acknowledgments, provisioning, acceptance, and posting of data elements into the inventory management system.

Subcontracts Negotiate and execute teaming and subcontract agreements. Manage subcontractor relationships and contractual compliance, monitors subcontractor performance, including SLA metrics.

Training

Develop and deliver training, register students, and deliver all individually tailored training for executives, Designated Agency Representatives (DARs), and network operations throughout the life of the contract. At a minimum, training will include an overview of Networx service offerings; portal access and use; Government roles and responsibilities; Qwest OSS; Networx processes and procedures; and transition guidelines.

Transition

Provide overall transition management, including planning, staffing, executing, and controlling all aspects of transition activity to achieve contractual objectives. Be responsible for developing and executing transition plans, Agency-level transition plans, and transition project specific plans. Group is focused on transition inventory, transition orders, and transition notices.

Webmaster/ Portal

Designs and maintains Networx web site and Qwest Control Networx Portal. Provides application support and assistance. Solicits user requirements for content and executable functions, oversees Information Technology (IT) development.



3.1.2.2 Qwest’s Program Management Approach (comp id 10007)

Qwest’s program management approach for Networx leverages four

compatible, interrelated core methodologies and industry best practices:

These combined methodologies bring extraordinary strength and

discipline to the Qwest CPO, providing assurances upon which the

Government may rely to meet current and future needs.

3.1.2.2.1 The Qwest Team’s methodology provides the overall framework

for how Qwest will manage, govern, and control the Networx program

pertaining to transition, service delivery, special projects, and core operations.

Qwest’s approach is encapsulated in the framework that defines the

tasks and deliverables required to manage a large, complex program

involving multiple stakeholders.



Qwest’s methodology shown in is comprised of

four phases:



The methodology reflects the Qwest Team’s commitment to

establishing a collaborative environment in which all members of the team

contribute to the Networx program’s success.

The methodology incorporates processes and procedures to

verify that quality deliverables are prepared on time and according to contract

requirements, and that potential risks are mitigated. The methodology

incorporates an integrated team approach for conducting project

management services with multiple team members.

The Qwest methodology provides the overarching management

framework for the Networx program.

is a framework

of proven best practices based upon the collective experience of Government

and commercial organizations and the lessons learned in addressing service

management.



Qwest’s service management model is built upon key processes,

as shown in strategic context for improving tactical

decision-making ensures that processes are centered on the relationship

between the Qwest Team and Agencies.



3.1.2.2.3

The methodology will integrate process areas across various

disciplines, enabling the Qwest Team to work together using standard and

shared processes and terminology.

The Qwest Team will use as our process framework for special

projects and developing enhanced services for the Networx program. We

have successfully applied the methodology on various Government

system development projects. We will leverage this experience to tailor the

methodology to meet specific Networx objectives.

Qwest’s Spirit of Service™ culture and

continuous process improvement discipline, coupled with our team members’

expertise, enables the Qwest Team to realize improved productivity, eliminate

down time, and reduce operational risks, all with measurable results for the

Networx program. The Qwest Team will strive for total service process

improvements for Agencies.



3.1.2.2.4

Decisions affecting the allocation of resources

and the prioritization of projects are made in the context of the overall

Program objectives



The CPO Director makes decisions regarding the budget, prioritization,

scheduling, and staffing for Networx projects across Qwest.

has been successfully incorporated into our

Networx project methodologies because there is a common, fundamental

baseline structure to which all work groups adhere, including:

3.1.2.2.5 Qwest’s Program Management Plan (comp_req_id 10034, 10033)

The Program Management Plan (see Appendix 1) is the cornerstone

for effective program management. The Qwest PMP describes how we will

use program management disciplines to manage the Networx program to

ensure consistent outcomes for GSA and Agencies over the life of the

contract. The PMP includes: a summary of contract requirements; a summary

description of the Qwest service solution; program management

schedule/Project Plan; resource, technology and communications plans; a

quality assurance program; subcontractor/vendor management; carrier

relations; organizational structure; risk management plan; information

systems; our CPO structure; and the functional groups within the CPO. It also



includes our approach to managing the program’s performance objectives

related to:

• Resources

• Quality and SLA Metrics

• Technology

• Communications

• Vendor Management

• Risk

• Operational Support Systems

The Qwest PMP conforms to Section C.3.2.4 of the Networx RFP.

3.1.2.2.5.1 Project Plan (comp_req_id 10036, 10037) Our detailed Draft Integrated Master Project Plan for Program

Management activities is presented in Appendix 1, Program Management

Plan. The Master Project Plan provides a roadmap to understanding Qwest’s

approach to managing all program-related activities across the many

functional areas required to deliver upon the Networx requirements. For pre-

and post-award activities, it provides a means of scheduling and directing

work, defining predecessor relationships for tasks, determining required

human resources, and tracking variance to a baseline and current schedule.

Derived from the program scope and work breakdown structure of the

Networx program management activities, the Master Project Plan shows the

milestones, deliverables, work activities, dependencies, durations, and

schedule related to program planning, development, execution and control,

and reporting.

Qwest has taken a very broad view of the Master Project Plan, from

program planning and development activities through program close-out.

Because the Master Project Plan is complex and includes hundreds of



overlapping and interrelated tasks, we have grouped tasks and deliverables

into “phases”, or summary tasks.



Qwest has organized the Master Project Plan to display the required

deliverables in accordance with their recurring frequency. Deliverables initially

triggered by a Notice to Proceed are categorized as Monthly, Quarterly,

Semi-Annually, and Annually. Deliverables based on a service being

delivered, specifically those related to SLA compliance, are categorized as

monthly based on Section F.2 deliverables. The deliverables are represented

on a recurring basis for the life of the contract. In order to comply with page

count considerations within the Program Management Plan, Qwest chose to

highlight and display the most important tasks within the schedule.

There are many deliverables shown in the Section F.2 that occur on an

“as needed” or “upon request” basis. Qwest chose not to include these

occurrences within the current schedule due to the complexity of trying to

estimate the due dates of those tasks. As those deliverables occur within the

term of the contract, Qwest will update the schedule to reflect the accurate

deliverable dates. lists all deliverables that have not been

included in the schedule.



The Qwest Program Director will conduct daily reviews of the Project Plan

status, risks and issues with CPO key personnel and functional leads. Status

of the Project Plan, including accomplishments, risks and issues, and

changes will also be included in our Monthly Program Status report.

3.1.2.3 Qwest’s CPO Toolkit (comp_req_id 10007)

The Qwest CPO will support and guide GSA and Agencies through the

application of proven support tools and industry best practices, to plan,

manage, control, and report on all Networx program activities. The Qwest

CPO Toolkit will be used for various program management controls, including

account management; change control and management; risk and issue



management; order processing; and project planning, scheduling, tracking,

and reporting. We will leverage these tools to accomplish the following:

manage change within the program; identify, monitor, and manage issues

and risks; effectively prioritize program initiatives; and optimize the allocation

of program resources.

The Qwest CPO Toolkit will support core program management

processes by applying the capabilities and features of both commercially

available software and Qwest customized applications for managing and

controlling the Networx program. Figure 3.1.2-9 highlights the support tools

within the CPO toolkit.

Figure 3.1.2-9. Program Management Processes Supported by the Qwest CPO Toolkit. The Qwest CPO Toolkit will enable the Qwest CPO to execute functions efficiently and effectively.

Toolkit Application Toolkit Application Description Program Management Processes

Qwest Control Networx Portal

Qwest Control Networx Portal, access ble via the Qwest Networx Website enables Qwest, GSA and Agencies to automate the execution of various service functions.

Customer Service, Quality Assurance, and Communication



The Qwest Control Networx Portal, the primary customer-facing tool in

the CPO Toolkit, incorporates applications that measure performance against

SLAs and automate reporting. This greatly simplifies Government visibility

and access to the reports required to manage a performance-based contract. 3.1.2.3.1 Qwest OSS

Qwest will support the Networx program with a comprehensive and

secure OSS that performs a wide range of integrated functions including

billing, service ordering, customer support, network management, trouble

management, inventory management, and program management.

Qwest’s embedded systems

use a component-based architecture that facilitates building interfaces to

subcontractor and other vendor systems

All Networx products and services can

be ordered via the Portal through a series of Web forms, and flow-through

interfaces. Qwest continues to design process flows that will generate

efficiencies for Agencies.



Qwest has deployed a complete set of controls including access

controls that manage users’ access to specific systems based on

identification and authorization; managed OSS security services that protect

the systems from outside attacks; software configuration and patch

management that ensure system applications are protected; and a robust

monitoring system for managing the infrastructure.

3.1.2.3.2 Qwest’s GSA Web Interface (comp_req_id 10010, 10098) On the day of contract award, Agencies will have access to Qwest’s

dynamic and interactive Qwest Networx home page. This public Website

interface, accessible via www.gsanetworx.com, allows Agencies (including

subscribing Agencies that are dispersed domestically and non-domestically)

to have access to all relevant Networx information. The Qwest Networx

Website is formatted logically to ensure streamlined access to contract

information across all functional areas of the Networx program.



The Qwest Networx home page, shown in , includes

pull-down tabs to provide current information on Networx program

information, services offered, training, Contract Operational and

Administrative Data (COAD), Frequently Asked Questions (FAQs), points of

contact, and other required contract information.

From the Qwest Networx home page, Agencies will be able to access

the Qwest Control Networx Portal. The Qwest Control Networx Portal is one

of the key tools that enables the CPO to support a Government PMO and

subscribing Agencies that are dispersed domestically and non-domestically.

The Qwest Networx Control Portal will be available for GSA and Agencies

after the successful completion of OSS Verification Testing. The Portal is the

gateway to Qwest Networx OSS. This Portal will serve as a conduit for daily

status updates pertaining to ongoing projects and other service delivery



activities for Agencies. It will allow Agencies, using their assigned personal

login ID and password, to present service requests and service orders, obtain

quotes and billing status, verify accurate and current inventories of services in

accordance with Section C.3.8 Inventory Management, report a trouble,

submit customer complaints, and initiate a status request at any time

domestically and non-domestically, 24x7x365. shows what

the Agencies will see when they access the Qwest Control Networx Portal.

In addition, Qwest has reserved a single toll-free number for 24x7x365

access: 1-866-GSA-NETWorx. This toll-free number will provide domestic

Agencies with access to our CSO, the CPO, and other useful contacts (e.g.,

Account Team), at no additional cost to the Government. Non-domestic

Agencies will use Qwest International toll-free service to reach the CSO.

Qwest customer service support will be accessible around-the-clock for all

Agencies, wherever they may be located.



3.1.3 Qwest’s CPO Policies and Procedures (L.34.2.3.1) comp_req_id 10021, 10020)

Qwest has developed an initial Policies and Procedures Plan (P&P

Plan) for the Networx program (please refer to Appendix 8), conforming to the

requirements of C.3.2.2.1.4. The P&P Plan describes how we will implement

the functional organization and includes information on the methods and

procedures for Qwest personnel and our team member staffs to perform their

Networx responsibilities. In most cases, the policies and procedures were

adapted using Qwest commercial best practices and tailored for GSA

Networx. These best practices are one of the reasons why Qwest showed

such strong results in customer satisfaction with local and long distance

services in the 2005 J.D. Power rankings. Qwest ranked higher in customer

satisfaction than both of the FTS2001 incumbent service providers.

Closely aligning the Networx policies and procedures with Qwest

commercial best practices ensures that GSA and Agencies will benefit as we

evolve our corporate processes to integrate new technology, service, and

customer management enhancements. Qwest’s initial P&P Plan provides

information on:

• Network management, including security

• Inventory management (service order completion notice (SOCN) to service

optimization)

• Billing

• Customer support

• Account management

• Order processing and fulfillment

• Training development and delivery

• Analysis and reporting



• Network augments for infrastructure and customer care

• Document change control

• Network configuration control

• OSS change control

The Qwest CPO will use the P&P as the roadmap for implementing the

Networx program. The content within this document will be delivered during

our initial internal training classes to team members supporting Qwest’s

Networx contract. The P&P will be refreshed semi-annually throughout the

contract term in accordance with Section F – Deliverable ID 21, and

submitted as required to provide direction to personnel on the best means to

execute their responsibilities.

3.1.4 Communication (M.3.4(a)) Effective communication can be a differentiator between success and

failure for the Networx program. Qwest’s Networx communication strategy will

clearly identify communication principles, audiences, communication touch

points, services, and messages to support Agency users’ understanding,

awareness, and confidence in Qwest.

Considering the enormous size, geographic disparity, and diversity of

the Government customer population, an effective communications program

for Networx must leverage a multi-media communications approach. The

Qwest Team will develop and implement a comprehensive suite of Networx

communication methods to engage and communicate with the various

Government user groups vital to the Networx program’s success.



The Qwest Team will conduct these activities over the life of the

Networx contract to proactively manage Agency user expectations, raise

program awareness, promote program understanding, involvement, and

feedback, and foster broad acceptance and support for the Networx

Enterprise program.



3.1.5 Key Personnel (H.12; M.3.4(b)) Qwest has selected highly qualified subject matter experts from

throughout the company for Networx key personnel positions. The Qwest

CPO is built on the strengths and core competencies of each key personnel

member. Qwest’s key personnel have the capability, authority, and

accountability needed to ensure that the highest service standards are

offered and delivered to all Agencies.



The following paragraphs highlight the unique individual backgrounds

and capabilities each key personnel member will bring to the Networx

program.

3.1.5.1

With more than 40 years of experience in the telecommunications and

Department of Defense industries, has proven hands-on

program management, operations, and administration expertise within large

telecommunications programs. has managed multimillion-

dollar contracts to completion, under budget and ahead of schedule.

3.1.5.2

is a proven leader with more than 30 years of Government

contracting experience supporting contracts with the Federal, state, and local

Government Agencies as well as commercial enterprises. She has



demonstrated strength in building strategic partnerships and administering

complex programs. Major recent accomplishments include directing the

expansion of the Federal Contracts and Procurement organization -- including

negotiating the first Disclosure Statement and managing the corporate-wide

Corporate and Personal Integrity Program for ; successfully launching

GSA Schedules for three companies; and authoring strategic position papers

and White Papers for public policy matters related to telecommunications in

the public sector. has guided strategies on major acquisitions for

telecommunications and infrastructure projects in the Middle East and West

Africa.

3.1.5.3 has more than 30 years of billing, accounting, and finance

experience supporting commercial and Government contracts, including the

unique billing requirements for Qwest’s

She is responsible for all billing, including centralized and direct

billing, inquiries, adjustments, disputes, and collections for Qwest’s

This key position will benefit

from her superior billing subject matter expertise.

3.1.5.4 has 30 years of telecommunications experience, of which

25 years is in network management. She will be responsible for ensuring

operational readiness and the delivery of Qwest’s integrated services to the

Government. This will include fault, configuration, accounting, security, and

performance management of Qwest’s network and services provided under

this contract. As the current Qwest National Networks Program Manager, she

has directed change management, engineering, fault management, and Tier

I, II, and III technical support of large private networks. She has directed a



broadband team responsible for data network architecture planning and

service deployment planning, including standards development work for

Frame Relay, Transparent Local Area Network (LAN) Service, Switched

Multi-megabit Data Service (SMDS), Private Line, LAN Interconnect, Point of

Sale, Customer Network Management, and video and image services.

understands the complexity of network management and the critical

role she and her team will have in the Networx program’s success.

3.1.5.5

With 12 years of security management experience, will

be the Qwest Team’s point of contact for all security-related issues as they

pertain to the Networx program. Currently serving as Qwest’s Security

Manager, he oversees the Standard Operating Procedures for company

personnel. As a Certified Information Security Systems Representative

(CISSR), he manages Qwest’s Special Security Officers (SSO) in charge of

various compartmented programs for numerous Agencies. He provides

physical security guidance in accordance with Government standards for the

construction of new controlled areas. The Government will receive

comprehensive security support under leadership.

3.1.5.6 With 26 years of service experience, will use her

comprehensive knowledge of the telecommunications industry to manage the

integrity of the process of service ordering from receipt of order, through

required acknowledgments and provisioning, to acceptance and posting of

data elements into the Inventory Management system. Managing a team of

service order personnel, has successfully established and

executed Qwest’s ordering procedures and processes. She has extensive

experience in processing orders across Qwest’s services portfolio and

coordinating orders for services from Qwest’s subcontractors.



3.1.5.7

As a certified Training Manager/Director with seven years experience,

has managed resources for training thousands of personnel.

His

international training experience will help ensure that end users have the

tools needed to effectively use and manage the services provided throughout

the life of the contract.

3.1.5.8 has more than 20 years of transition management,

provisioning, operations, and installation experience across data, voice, and

CPE.

The Government will benefit from expertise in project

planning, service provisioning, and implementation assistance and support.

3.1.5.9 With 26 years of telecommunications experience in technical and

service support, will bring his excellent knowledge of data and

voice networking to the Networx program. Currently serving as a Qwest

Service Manager, he is responsible for supporting all of Qwest’s Government

Agency data and voice networks. Working closely with all aspects of

customer and network concerns, will provide innovative and

proactive solutions that focus on customer service requirements. His highly

productive, resourceful, and results-oriented customer service approach will

provide substantial benefit to the Agencies.

3.1.6 Subcontractor Management (L.34.2.3.1 M.3.4(c)) Providing services to millions of customers around the world requires

Qwest to have well-defined subcontracts, agreements, and supplier channels.



Qwest has hundreds of suppliers, including equipment distributors and

original equipment manufacturers, access and international service providers,

and IT service companies. Qwest has selected key subcontractors for

Networx based upon their demonstrated commitment to Qwest’s Spirit of

Service™, as well as their ability to provide high quality service support and

continuity, performance-based contract expertise, market leadership, and a

unique complement to the Qwest Team structure.

This Qwest Team will satisfy the Government’s worldwide

telecommunications and networking requirements with our currently available

and emerging telecommunications service offerings.



3.1.6.1 Approach to Managing Subcontractors (L.34.2.3.1) The Qwest model for managing subcontractor relationships is built

around these fundamental elements:

Subcontractors, vendors, and other service providers will be managed

by the Qwest CPO Subcontracts Manager. The Qwest Subcontracts Manager

has the primary responsibility for administering the agreement between

Qwest and our subcontractors. The Subcontracts Manager will monitor the

subcontractors’ progress and performance, negotiate changes to work scope,

ensure that goods and services provided conform to the subcontract

requirements, and seek immediate remedies when a subcontractor’s

performance is deficient.

3.1.6.1.1 Procedures for Subcontractor Selection Qwest analyzed our capabilities and those of other major companies

and well-regarded technology niche providers in the Federal marketplace.



Qwest ultimately selected vendors whose services, capabilities, technology

plans, innovation, and corporate culture most complemented our own. This

approach enabled Qwest to assemble a team of market and industry leaders,

along with innovative and energetic small businesses. Qwest will draw upon

the capabilities of these companies to provide innovative approaches to

deliver specialized services to GSA and Agencies.

Given the time and complexity involved with assembling a team,

Qwest began our subcontractor selection well before the release of the final

Networx RFP. Upon release of the draft RFP, Qwest followed our standard

subcontracting processes to begin the selection of our subcontractors.

All of these steps, and others as needed,

were followed during our subcontractor selection process.

In addition to these selection criteria, numerous other factors were

considered in evaluating subcontractors and vendors, including:

3.1.6.1.2 Determination of Performance Status The Qwest CPO Program Control Office will manage all subcontractor

and supplier performance for the Networx program. In accordance with our

practice, all subcontractors’ Statements of Work (SOWs) and agreements

include specific Key Performance Indicators (KPIs) and Acceptable Quality

Levels (AQLs) for the services and equipment they will provide. The Program



Control Office will actively monitor and have access to all subcontractor

performance data, such as service delivery intervals, network availability, and

network performance data.

This will ensure senior level visibility and participation in resolving

issues and overall compliance with Qwest procurement policies and the

subcontract agreement.

Our subcontracting practices mitigate the inherent scheduling risks

associated with implementing a project such as Networx because efforts are

apportioned among multiple subcontractors, thereby improving schedule

performance. A complex implementation requires close attention to

subcontractor performance. Subcontractors used for Networx task orders will

be closely monitored and controlled in the performance of their assigned

tasks. The Qwest CPO Program Director will ensure strict compliance to

Networx requirements.

3.1.6.2 Working Relationship with Other Vendors

The procurement of supplies, equipment, and services is a vitally

important activity for the Networx program. In addition to Qwest’s

subcontractors, we will use other vendors to ensure optimal sourcing of



supplies, equipment, and services. Qwest’s Government-approved

procurement practices

detail the method of acquiring goods and services in

support of Government contracts such as Networx.

3.1.6.2.1 Domestic (comp_req_id 10010) Qwest maintains relationships with hundreds of domestic vendors to

operate and maintain our network equipment, facilities, buildings and

customer premise based equipment. These vendors provide Qwest design,

engineering, maintenance and repair expertise on a 24x7x365 basis

nationwide. Qwest is

able to exchange real-time information regarding trouble tickets, diagnostics

and trouble isolation, and repair status.

With Qwest's ability to

leverage our various different business units and our large spending base, we

have the ability to negotiate very aggressive pricing that will subsequently

benefit both Qwest and the Government.

Qwest vendor agreements are diverse and include hundreds

of vendors

.

3.1.6.2.2 Non-domestic (comp_req_id_10010) Qwest will provide Networx services to all non-domestic countries

included in the Networx Traffic Model, Tables J.2.2-1 thru J.2.2-9 (which

include Voice, Toll-Free Service, Frame Relay, IP Service, Private Line and

Network Based IP Virtual Private Network Service. Additionally, for Frame



Relay, IP Service, Private Line and Network Based IP Virtual Private Network

Service

Qwest will be able to deliver service to

Agencies located in each of the required countries upon award.



All Qwest international service will be provided to Agencies in the

context of a consistent service delivery and assurance environment. Qwest

will be responsible for all service delivery, including service ordering,

notifications, acknowledgements, and service assurance functions like repair,

configuration management, and trouble handling.



Qwest’s vendors will supply services, maintenance, and customer support

during the term of this effort.

Only

best-of-breed network team members are selected to service our non-

domestic customers. Future Qwest-selected carriers will undergo this same

evaluation process.

3.1.7 Quality Assurance (M.3.4 (d)) Every professional on the Qwest Team is responsible for providing

superior service to the program. Qwest will rely upon our Quality Assurance

Program (QAP) as the formal, standardized method to evaluate, track,

measure, and monitor performance to effectively integrate professional

experience with proven quality

control techniques. We will use our

detailed process for monitoring,

measuring, and reporting on the

Quality of Service (QoS) relative to

all Service Level Agreements (SLAs)

for contract deliverables,

performance management, service

delivery, and customer support

services (see Appendix 1, Section

6).

The Qwest quality assurance

model is

designed to minimize risk and

ensures best value for Agencies.



3.1.7.1 Purpose

Our Networx QAP functions as a guide to facilitate the establishment

of Quality Assurance (QA) activities used to deliver Networx’s products and

services.

3.1.7.2 Goals and Objectives

Qwest will use its quality management disciplines to monitor and

validate the quality of the service that we will provide and our approach to

meeting or exceeding the performance metrics and customer expectations

defined in Sections F and J of the RFP. Our Quality Management approach

will also support the Government’s goals for high quality services and

performance-based contracting objectives as outlined in RFP Section C.1.1



3.1.7.3 Networx Quality Assurance Program Approach

The success of any Quality Assurance program is evaluated by its

ability to deliver failure-free operation and meet the needs of users as defined

by standards and requirements.

To ensure adherence to performance standards, the same iterative

process is applied across the various functional areas where performance



and Quality of Service are to be addressed.

Process, product, and service metrics are

critical to providing quantitative information necessary to support informed

management decisions throughout the program. The Quality Management

process is iterative, engages staff in the data gathering and analysis, and

provides a mechanism for the capture and dissemination of lessons learned.

3.1.7.4 Service Level Agreements ( L.34.3.2.1) Managing compliance with SLAs is an integral component of the

Qwest CPO. With our experienced personnel and proven, in-place processes

and tools, Qwest stands ready to provide data that will support our

commitment to the high quality service the Government requires under the

Networx program. Please refer to Appendix 1, Program Management Plan,

Section 6.1 Management Approach to Formulating and Enforcing Work and

Quality Standards, for further details.

3.1.7.4.1 Managing Compliance (comp_req_id 10014) Qwest will ensure SLA compliance (including by our subcontractors)

and resolve all issues concerning SLAs through our Qwest CPO. Along with

our Quality Assurance, Program Control and Support, Network, Customer

Support and Subcontracts Managers, our Program Director will receive and

review all reports, root cause analyses, and action plans. This data will be

provided to the Qwest CPO via established processes for detailed monitoring

and reporting to enable an accurate assessment of performance against

SLAs. Please refer to Appendix 1, Program Management Plan, Section 6.1,

Management Approach to Formulating and Enforcing Work and Quality

Standards, for further details.



3.1.7.4.2 Sampling and Measuring Service Level Agreements Performance (comp_req_id 11150) Service-Specific SLAs

Qwest uses existing functionality that resides within Qwest’s Network

Management Systems (NMS) to meet the Government’s requirements for

managing compliance with contracted service levels. Qwest’s NMS

enable the Qwest CPO to quickly verify the actual service levels

of a given network service against the SLAs. Service level compliance

verification will be made available to Agencies via the Qwest Control Networx

Portal. This functionality will provide Government authorized users with a

means of verifying service level compliance on-demand. The Qwest CPO will

have access to the same service level verification data.

Network events are identified by Qwest’s NMS and are

processed and calculated, resulting in the network availability statistics for

Networx services. The Qwest Control Networx Portal will convey Agency

requests for availability data into a request to the Qwest NMS. The Qwest

NMS will provide the data to the Qwest Control Network Portal for GSA and

Agency review.

To measure aggregate-based Key Performance Indicators (KPIs),

Qwest uses performance management tools that capture performance

management data by the Networx Agency Hierarchy Code (AHC).



Qwest uses several performance management and surveillance tools

across our network to capture performance data

In addition, voice switches are

configured with traps to capture traffic data throughout the day and save it

onto a file server.

The performance-monitoring and surveillance systems are configured

to retain the data for a finite period of time

This way, raw data continues to be available for

reference, if needed. The surveillance and performance measuring systems

retains the data as a further backup.

Procedures are in place to ensure that the data is captured by

validating the data after the load and comparing record counts. If these

automated checks identify a problem with the load, automatically alerts



database administrators of the problem with the load to resolve. If a re-load is

necessary, it is started immediately.

Within , data is consolidated at the lowest level needed for

reporting, and then stored in data marts. For trouble tickets, keeps the

trouble ticket information by ticket and includes UBI, AHC, circuit ID, time to

restore, product, customer information, audit dates, reason for trouble codes,

and logs. For orders, keeps all of the customer and product

information, dates of completed job steps, jeopardy codes, and logs. For

performance data like latency, jitter, availability, grade of service, the data is

summarized by circuit, product, Agency (by AHC), and day. Although the data

is summarized, it is captured so that consolidation is possible. For example,

to combine availability across different date ranges, the Reporting Interval

(RI) and Customer Outage Time (COT) is stored by day/product/AHC. Since

it would be mathematically incorrect to average availability, the RI and COT is

captured so they can be summed before calculating the availability.

The data marts are the root source for all reporting (both

internally via Web scorecards and externally through the Qwest Control

Networx Portal), to ensure consistency. With data captured in a consolidated

data warehouse, reports can be generated across product, AHCs, different

date ranges, or other custom parameters, with consistent, repeatable results.

Qwest’s systems will measure and report results for actual end-to-end

availability for the Networx program.

Qwest has the ability to

factor in or exclude network outages attributable to events outside of Qwest’s

control, or planned maintenance at a

customer premises.



Service-independent SLAs Service Outage, Time to Restore, On-Time Provisioning, and Billing

Accuracy apply to all services. For these service-independent SLAs, Qwest

will measure and sample . With the exception of

Billing Accuracy measurement, which is performed

sampling and reporting for all service-independent

SLAs is accomplished through automated processes using the tools identified

in Figure 3.1.7-3. The Qwest CPO will provide SLA performance results to

GSA and Agencies in the Monthly SLA Compliance Report, as well as

through the Portal.

These capabilities are part of

Qwest’s Managed Network Services (MNS) solution and will only be deployed

when the Government’s requirements specify the need for MNS.

Figure 3.1.7-3 Service-Independent SLAs. Qwest will utilize proven tools to gather data, assess performance and generate reports specific to the Networx Service Independent SLAs

Performance Standards/

Requirements

Measurement / Report

Service Outage

Measurement: Interval from the time service became unavailable to Agency, to the time when service is restored (Incident-based)

Time to Restore (TTR)

Measurement: Elapsed time between recording of a service outage in the trouble management system, and the time the service is restored, minus any scheduled downtime or any time due to Government-caused delays (Incident-based)



Performance Standards/

Requirements

Measurement / Report

On-time Provisioning

Measurement: For routine and Class B expedited orders, the time between the Service Order Confirmation (SOC) date and the Service Order Completion Notification (SOCN) date in calendar days. For Expedite and non-standard intervals, the measurement will be defined by the Firm Order Commitment Notification (FOCN) date. Timeliness is defined by SOCNs delivered within prescribed intervals, divided by total orders completed during the reporting interval (Incident-based)

Billing Accuracy

Measurement: 100% of invoices compared against Service Order Completion Notice during pre-bill audit (Aggregate-based)

3.1.8 Reporting (M.3.4(e)) Qwest understands the Government’s need for data and reporting

requirements to ensure compliance and to monitor the health of the Networx

program. We are committed to satisfying these requirements. The Qwest

CPO will provide timely and accurate SLA data and reports to the GSA

Networx PMO and Agencies, as outlined in RFP Sections C and F.

3.1.8.1 Monthly Status Report (L.34.3.2.1, comp_req_id 10016, 10015,

10012, 10013, 11149, 11148) Qwest will provide a Networx Program Monthly Status Report with all

the required information elements (see Appendix 9). The Qwest Networx

Monthly Status Report will be provided in a MS Word, MS Excel, or other

mutually agreed upon format, and will include:

• Status of Program Management Project Plan: Summary of completed

milestones and accomplishments, Project Plan schedule changes,

missed/delayed milestones, risks and issues, and Project Plan projections

for the upcoming month.



• Orders Entered and Completed: A complete service order listing that

includes Qwest sales order ID, expedite code, service type code, order

received and entered date, and customer requested due date.

• Backlog, Aging and Pipeline of Orders: A complete listing that includes

orders outstanding, Qwest sales order ID, action code (install, move,

disconnect), service type, order received and entered dates, customer

requested due date, circuit ready date and customer delayed days.

• Summary of Trouble Reports: A summary report that includes the

severity of the trouble ticket, number of trouble tickets opened and

resolved, and average answer time, response time and resolution time for

all tickets.

• SLA Compliance and Corrective Actions: An individual, Agency-specific

SLA Monthly Compliance Report will contain only SLA performance data

for that Agency. This report will be provided to the DAR or alternate

Agency recipient. The report includes service type, KPI, AQL, actual

performance results, and one-month trend. For any measures not meeting



the SLA targets, Qwest will provide an SLA corrective actions report.

Corrective actions reports will include graphical trend, quarterly

performance results, top five reasons contributing to failed performance,

issues, improvement actions and status (see Appendix 11). Data from all

sources, including subcontractors, will be compiled in a “scorecard” format

to allow quick review of all SLAs. , SLA Compliance Report

Template, shows Qwest’s format for SLA reporting. Qwest will also submit

a compliance report to the Government Networx PMO, in accordance with

the Networx contract, in a “scorecard” format. This SLA Compliance Report

will provide Qwest performance results against the Government’s specific

AQLs and SLAs. SLA data from our subcontractors, access providers, and

other vendors will be tabulated with Qwest data to present a single

“scorecard” metric.

• Technical Accomplishments and Plans: A summary report of all

technical projects, including project name, project type (Access, Network,

Optimization), estimated completion date and percent complete, scope of

work, impact of project to Networx, current status, and significant risks and

dependencies.

• Sales and Marketing Call: A summary report of all Qwest sales calls

reported by Agency, including number of initial appointments, number of

appointment follow ups, number of calls/emails, number of proposals

submitted, anticipated revenue, and any comments.

In addition to the required information elements, Qwest can also

provide other information elements that may assist GSA management

reporting and assessment of Qwest performance. Qwest will work with the

GSA to ensure that the Monthly Status Report addresses all of GSA’s

information requirements. The preliminary Program Monthly Status Report is

included in Appendix 9. Based upon GSA’s review, Qwest will revise the



report and return to GSA, within 15 business days, or if GSA has no

comments, within 15 business days of Notice to Proceed. The report will be

updated five business days after the end of each calendar month.

3.1.8.2 Monthly Financial Status Report (L.34.3.2.1) (comp_req_id 10039) Qwest’s financial management function will provide financial control

and tracking of all projects within the Networx program. Using Qwest sales

reporting and tracking systems, and the Qwest Control Networx Portal, the

Qwest Networx Financial Manager will maintain financial control of the

Networx program and prepare a Monthly Financial Status Report (see

Appendix 10). This report follows the requirements of C.3.2.4.1.5.

Qwest will furnish the Networx PMO and the GSA Contracting Officer

(CO) with a Networx Program Monthly Financial Status Report with all of the

required data elements. The Qwest Networx Monthly Financial Status Report

will be provided in .pdf format to the Networx PMO and GSA CO, and will

include:



• Total Billed Charges: A total of current monthly charges for each service

type for all of the Agencies

• Remaining Obligation under the Minimum Revenue Guarantee (MRG)

• Remaining Unspent Dollars under the Maximum Contract Dollar Limitation:

Calculation showing the Maximum Contract Limitation less the Total Billed

Charges

• Total Cumulative Billed Charges Reconciled with the Minimum Revenue

Guarantee

In addition to the required information elements, Qwest can also provide other

information elements, such as total billed charges by Agency, that may assist

GSA management in the assessment and reporting of Qwest’s performance.

Qwest is willing to work with the GSA to ensure that the Monthly Financial

Status Report addresses all of your information requirements. A sample of

this Monthly Financial Status Report is provided as Appendix 10 of the Qwest

Management Volume.

3.1.9 Summary In partnership with GSA, the Qwest Team will provide superior

Networx telecommunications services and solutions to the Government. We

will provide focused and comprehensive program management support to

ensure that the Government, and ultimately the U.S. taxpayer, realizes the

most efficient, effective, and enhanced services for the Networx program.

3.0 MANAGEMENT AND OPERATIONS 3.1 PROGRAM … · 3.0 MANAGEMENT AND OPERATIONS 3.1 PROGRAM...

Documents

Transcript of 3.0 MANAGEMENT AND OPERATIONS 3.1 PROGRAM … · 3.0 MANAGEMENT AND OPERATIONS 3.1 PROGRAM...